Function

Contact Center Account Specialist is responsible for delivering exceptional service to customers and prospective customers by telephone and electronic channels such as email and chat while promoting and selling Citadel’s products and services. Contact Center Account Specialist provides customers with convenient options to manage their accounts and product solutions that meet their financial needs.

Through quality interactions that exceed customer expectations and are rooted in Citadel’s guiding principles, the incumbent will establish a solid foundation of trust with each customer thereby positioning Citadel as the best choice for all their banking needs.

If you are hired, you will need to come to new employee orientation at our Citadel Corporate Headquarters in Exton, Pennsylvania for up to a week. This position will be a remote position where you can train and work from home. Your training will be remotely for upwards to 60 days. On occasion, you will need to be able to come to the Corporate Headquarters in Exton for team meetings or face-to-face coaching. Interested applicants must reside within the Greater Philadelphia local area!

Contact Center Account Specialist is responsible for responding to routine and complex customer inquiries regarding the products and services as well as carrying out the duties and responsibilities listed below.

Duties and Responsibilities

• Respond to all inbound phone and/or multimedia inquiries while meeting established metrics and upholding the Contact Center service level agreements.
• Utilize the provided matrix to properly authenticate each caller prior to releasing any confidential account information. Always maintain confidentiality of customers’ financial information.
• Maintain advanced knowledge level of Citadel’s product lines in order to effectively recommend appropriate products and troubleshoot service issues.
• Discover customer needs through conversations, questions and a review of accounts while promoting and cross-selling products and services.
• Provide technical support and troubleshoot Citadel’s digital products, such as online banking, mobile app, and bill pay.
• Generate qualified referrals to other departments for assistance with investments, business loans, and insurance requests to ensure the best customer experience possible.
• Increase and promote loan volume by cross-selling loan products to existing and prospective customers. Responsible for originating all loan types offered by Citadel to meet annual loan goal.
• Accurately complete customer transactions while maintaining confidentiality.
• Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving customer issues.
• Comply with all Contact Center policies, processes and procedures.
• Meet and comply with all requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.
• Remain compliant with the Bank Secrecy Act by completing annual BSA training.
• Perform other duties as assigned.

Required Work Experience - Two - Five years of proven sales ability in a goal-oriented environment such as retail, banking, sales, or customer service industry experience

Preferred Work Experience - Contact Center experience

Required Education - High school diploma or equivalency required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)